Customer Service & Contingency Plan

Customer Service Plan

Information

EVA Airways is committed to maintain the highest level of safety, service, comfort and convenience to our customers. This Customer Service Plan is introduced in accordance with the requirements of Article 119-5 of Aviation Law and is applicable for flights to and from the airport located within the Korean territory.

Notifying Consumers of Known Delays, Cancellations, and Diversions

With respect to each flight scheduled to depart within 7 days, EVA Air will update the information about a change in the status of a flight no later than 30 minutes after the carrier becomes aware of a flight status change (e.g, a cancellation, a delay of 30 minutes or more, or a diversion) The flight change information will be provided in EVA Airline’s boarding gate area (on the day of the flight), EVA website (www.evaair.com at flight information) or telephone reservation system or through SMS (Short Message Service) if you have registered for notification services on EVA website. Or if you have provided any other ways of contact (ex. E-MAIL, telephone…..), EVA AIR will attempt to reach you through those reasonable methods.

Baggage delivery

It is our goal that our customers and their baggage travel on the same flight and that baggage is delivered to our customers on time. In case your baggage is delayed, we will make every reasonable effort to return it to you within 24 hours. There are a number of factors that can cause baggage to be delayed, sometimes for more than 24 hours. These include: customs and immigration procedures, unusual operational interruptions, and/or the handling baggage by other carriers (for itineraries involving more than one airline). If you are unable to locate a bag upon arrival, you should notify an EVA airways baggage services agent prior to customs clearance. A report will be filed for you at that time, and you will be given a phone number for follow-up. You will receive periodic updates regarding the status of your baggage.

Reasonable expenses will be compensated by EVA airways for baggage delays. Once a delay bag is located, EVA airways will return the bag to designated address.

Damaged baggage

Report damaged baggage to the airport Baggage Service Office, located near the baggage claim area, immediately after your flight arrived. Claims for damaged baggage must be submitted within seven (7) days.

Missing item(s) from checked baggage

Missing item(s) from checked baggage should be reported to the airport Baggage Service Office immediately after the arrival of your flight, or in writing within twenty-one (21) days of your flight arrival.

Providing Ticket Refunds

For tickets purchased at EVA AIR website, EVA reservation/ticketing office or travel agent and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services without refund charge that you were unable to use due to an oversales situation or flight cancellation.

Customer care during lengthy tarmac delays

Tarmac delays may happen due to various reasons such as safety requirements, unfavorable weather conditions, air traffic congestion and other operational factors. EVA Airways always strives for the highest quality service so that our customers are happy they have chosen to fly with us. In this respect, we have developed a comprehensive contingency plan, making sure we consistently meet our customers' essential needs in the event of a lengthy tarmac delay.

For international flights covered by this Plan that depart from or arrive at a Korea airport, EVA will not permit an aircraft to remain on the tarmac at a Korea airport for more than four hours before allowing passengers to deplane unless; either the pilot-in-command determines there is a safety-related or security-related reason that the aircraft cannot leave its position on the tarmac to deplane passengers; or air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point in order to deplane passengers would significantly disrupt airport operations.

EVA will provide for the essential needs of our passengers during flight irregularities, such as a flight diversion, cancellation or a lengthy tarmac delay.

Each EVA airport office in Korea has a comprehensive contingency plan to respond to any irregularities. We always keep in close coordination with local airport authorities, government authorities as well as our code-sharing partners. We ensure that adequate resources are available, and designate an in-charge person to handle all arrangement, as well as to communicate with our Flight Operations Division and our flight crew.

When a flight that is departing from a Korea airport or is arriving at a Korea airport happens to have a lengthy tarmac delay, passengers will be offered snack/food and water no later than two hours following gate departure or flight touch down unless the pilot-in-command determines that safety or security reasons prevent such service. EVA will also provide medical assistance to passengers in case urgent medical attention is needed. Aircraft lavatories will be ready for services. Special assistance is also available for our passengers with disabilities.

Announcements will be made every 30 minutes onboard aircraft during a tarmac delay. The announcements will begin no more than 30 minutes after the scheduled departure time and will include information about the opportunity to deplane, if it exists, as well as the reason(s) for the delay.

Passenger will be advised that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open if the opportunity to deplane actually exists to deplane safely without disrupting airport operations. Once the flight is ready to depart again, and a passenger who has deplaned cannot return to board on time, EVA has the right to depart the flight without those passengers.

Boarding priority on oversold flights

Oversales or overbooking is a common industry practice, due to the number of passengers that cancel their bookings close to departure or fail to show up for a flight. If at the time of departure, there are still more passengers with confirmed reservations than vacant seats available, our airport team will provide information about our denied boarding policy and passengers will be asked to give up their seats voluntarily in exchange for compensation. In rare circumstances, should there be not enough passengers willing to give up their seats voluntarily; other passengers may be denied boarding on an involuntary basis. Apart from a few exceptions, under such circumstances, passengers denied boarding involuntarily will be entitled to the denied boarding compensation in line with Consumer Dispute Resolutions. Passengers denied boarding due to over-sales will be treated with fairness and consistency and as described in our policies and procedures. They generally will be protected or rerouted to the final destination of the ticket presented at check-in by the first available flight(s) or at a later date if the passenger requests.

Cancellation Policies - For tickets purchased at EVA AIR website or EVA reservation/ticketing office and ticket refunds are due, we will process and provide the refund back to you, including any fees for optional services that you were unable to use due to an oversales situation or flight cancellation.

Notifying Consumers in a Timely Manner of Changes in Their Travel Itineraries

EVA Airlines will notify consumers in a timely manner of change in their travel itineraries if this happen within seven days; and EVA will provide the flight change information within 30 minutes after the carrier becomes aware of change. The ways which passenger can get the flight change information:

Website “www.evaair.com” at “Flight Information” or Mobile Flight Updates (Short Message Service) once the passenger has registered for notification service from the website or telephone reservation system.

In order to help reduce inconveniences resulting from flight cancellations and misconnections, EVA airways will offer you or arrange for appropriate remedies which, depending on the circumstances may include the following:

Re-route you to your final destination as soon as possible or at a later date that is convenient for you.

Offer a full refund of the fare for the affected segments, without penalty or refund surcharge.

Disclosure of Aircraft Information and Compensation

Ensuring Good Customer Service from Code-Share Partners. We stand behind the services of our codeshare partners and we will strive to ensure that you receive excellent customer service whenever you travel on a EVA airways ticket including flights operated by our codeshare partners. We will publish a direct link on www.evaair.com to our partner airlines websites to provide current information on their policies and procedures.

This route is codeshare with UNI Air and Asiana Airlines.

The aircraft information have been complied to the Korea Fair Trade Commission's Para 1, Article 4 of the Fair Labelling and Advertising Act, and is applicable to aircraft operating to and from the Republic of Korea.

This website uses cookies

You are encouraged to know all your rights about using the services of this website provided by EVA Airways Corporation (hereinafter ‘the Company’ or ‘EVA AIR’). EVA AIR hereby makes the following statement in accordance with Article 8 of the Personal Information Protection Act of Taiwan and Article 7 of EU General Data Protection Regulation, which includes the guidelines we use for protecting the information you provide us during a visit to our web-site.

To safeguard your rights and interests in your transaction process through EVA AIR, the personal information which you have provided us will be verified against that of a third-party agency to facilitate transaction security and prevent your credit card from being fraudulently used by others.

Methods for collecting personal information

EVA AIR will collect passengers’ personal information through the following means:

Infinity MileageLands membership application;

Online booking and other pre-paid services

Taiwan High Speed Rail’s additional purchase service

Online shopping, inflight shopping, refund and after-sales service;

Online services (meal selection, check-in, filling out the arrival/departure records as mandatory required by the competent government authority);

C002: Identifiers of personal finance, including but not limited to: account numbers/names with financial institutes, credit/debit card numbers, insurance policy numbers, or any other number or account regarding personal finance;

C011: Personal details, including but not limited to: age, gender, date of birth, place of birth, nationality, voice, etc.;

C023: Details of the member’s family members, including but not limited to: information about the children, dependents, other members in the family or relatives, parents, cohabiters, or relatives living in China and elsewhere;

C031: Residence and housing facilities, including but not limited to: home address, equipment types, house ownership or tenancy, duration of residence, rents, taxes and the other housing costs, types and value of housing, the owner’s name, etc.;

C034: Travel and other migration details, including but not limited to: details about previous migrations/travels, passports of foreign countries, residence certificates, work permits, etc.;

C035: Leisure activities and hobbies, including but not limited to: hobbies, sports and the other interests;

C038: Occupations, including but not limited to: school principals/presidents, parliamentary representatives, etc.;

C094: Compensations, including but not limited to: the details and amount of compensation/claims;

C111: Health records, including but not limited to medical reports, treatment and diagnostic records, physical exam results, types and levels of disabilities, expiry date and number of disabled certificate, contact persons, etc.

C132: Uncategorized information, including but not limited to: correspondence, files, reports, audio recordings or electronic mails that cannot be categorized.

If you cannot provide the personal information required by the respective service scope, we may not be able to provide, in whole or in part, the services and/or transactions you requested.

Usage period, regions, targets and methods of using the personal information collected

Usage period: The period of use of the personal information mentioned above is based on the duration of collection of the specified purpose, or as determined by applicable laws (e.g. Civil Law, Personal Data Protection Law of Taiwan, etc.) or the period of preservation necessary for the execution of the business (if longer than the period prescribed by law) or on a contractual basis. The length of time for the contract to preserve the data.

Regions: Passengers’ personal information will be used by EVA AIR’s and UNI AIR’s worldwide business offices for providing relevant services.

Targets and methods:

Targets and methods: In addition to applying the collected personal information in ticket purchase, and any other pre-paid service, EVA Air will also use the information in the following areas:

Financial transactions and authorization: the finance-related information provided by passengers in their ticket or all kind of ancillary services purchase will be submitted to respective financial institution in the ticket purchase process (e.g. (ex: preorder, on-line shop or duty free) for credit card authorization or bank transfer) before completing a ticket purchase.

Email, App and text messaging services: EVA Air will send flight-related and order information to the e-mail address and/or mobile phone No. provided by passengers.

Passenger’s personal information may be used by the Company, its contractors, agencies, subsidiaries, associated companies, group, and/or business partners to offer services that include, but are not limited to: general/online reservations, local transportation service, online shopping, online check-in, text-messaging, online events, social activities, membership rewards programs and various types of activities. The data will also serve as a basis for statistical surveys/analyses that will facilitate the provision of the services mentioned above.

For the presentation and marketing of products and advertisement, including the services and products of the Company and/or of a third-party contract partner, and the Company’s contractors, agencies, subsidiaries, associated companies, group and/or business partners.

The personal information you provide is processed via computerized instruments, with the required cross border data transmission to the Company and its contractors, agencies, subsidiaries, associated companies, group, immigration authorities of the arrival country and business partners, for the provision of products and services. The Company shall make every effort to ensure that its employees, agents, contractors, agencies, subsidiaries, associated companies, group and partner service providers observe and adhere to the terms of this Privacy Policy.

When you book or purchase peripheral services (e.g. car rental, local transportation, accommodation, or other related products) through the EVA AIR web-site, EVA AIR mobile web, the EVA Sky Shop web-site and the EVA Sky Shop App, as the process may be completed through a third-party transaction platform, hence the personal information and the finance-related information you input may be collected by suppliers of related travel products for subsequent service provision.

We promise that, without your consent, we will neither disclose your personal information to a third party irrelevant to the named service nor use it for any purpose other than that aforementioned, with the following exceptions: Your personal information may be disclosed, or used, in cooperation with legal investigations initiated by judicial authorities or authorities concerned as per duties and responsibilities.

Other important information

FFP Member’s personal information may be disclosed to the Company’s co-branded card issuers.

Purpose: to inform FFP Members of marketing/promotional events and special offerings concerning the co-branded cards.

The personal information that may be disclosed includes: Chinese/English full name, gender, I.D. Card number, membership card number/type, year of birth, telephone number, mobile phone number and home address.

Usage period: within the period of existence of the contractual relationship between the Company and co-branded card issuers, the record retention period stipulated by relevant regulations, or according to the terms and conditions of the co-branded card issuers.

Targets and regions: the co-branded card issuers and locations of their contractors for handling related affairs.

Methods: the collection, processing, all kinds of international transmission and use of personal information in accordance with the regulations of the Personal Information Protection Act of Taiwan (such as digital files, paper documents, phone, or any other method considered fit for dominant technologies at the time of data collection)

Passenger's rights to his/her personal information

Anyone who voluntarily provides the Company with his/her personal information is entitled to the following rights according to the Article 3 of Taiwan Personal Information Protection Act and Article 16 to 20 of EU General Data Protection Regulation:

make an enquiry or request reviewing the information

request a copy of the information

request supplementation or corrections

request stopping of data collection, handling or utilization

request restriction of processing

request restriction of automated decision-making, including profiling

request deletion ( we may not process or answer your case or other service requests to the extent processing is necessary and the right to erasure shall not be applied according to applicable data protection laws.)

request of data portability

You can exercise any of the aforementioned rights through our worldwide business offices; your request will be handled as soon as your identity is verified. To request the personal data removal, you will need to download the request form (Click on this link to download the Personal Data Removal Request Form). After completing the request form, please submit the request form in person to our offices worldwide.

We will keep your information for as long as it is necessary to fulfill the purpose for which it was collected. For example, the legal or business purposes of EVA, or as required by relevant laws.

We will keep the information, so we can fulfil the specific travel arrangements you have made and after that, we will keep the information for a period which enables us to handle or respond to any complaints, queries or concerns relating to the travel agreement and the information may also be retained so that we can continue to improve your experience with us.

If you provide incorrect or incomplete personal information, such as a nickname, which prevents us from verifying your real identity, we might be unable to uphold your exercise of privacy rights listed above.

Collection of information through 'Cookies'

A 'cookie' is a small piece of data sent by a web server to be stored on a web browser. The data collected from cookies is to differentiate the preference of the individual user. Most of the web-sites may use cookies to provide services to their customers. However, a cookie will only identify the use of the computer other than the user. Therefore, you can configure your browser to not accept cookies if you choose, however, if you disable your cookies, you will not have access to certain personalized features or participate in all of the activities on the web-sites.

Keeping our commitment:

EVA AIR will not disclose the data obtained from the Cookies in order to safeguard your privacy. EVA AIR may only use cookies to collect information through your web browser for the following purposes:

To provide you with the personalized transaction and all kinds of services, and invite you to participate in all of the activities on the web-site.

To identify your web preferences for our reference in order to provide you with better services.

To disable the use of cookies, please visit the EVA AIR web-site to get more information. To assist you in this process, we provide links of some of the most popular web browsers:

Information about the cookies we use

Essential Cookie - Essential cookies are essential for the operation of our website that will let you move around our website freely and use functions on the websites. These cookies don’t gather your personal identifiable information that could be used for marketing and are not disclosed to any third party.

Functional Cookies – Functional cookies are used to remember choices you make and improve functionality and your personal features on our web-site.

Performance Cookies - Performance cookies collect information about which pages visitors go to most often, and if you experienced any errors. These cookies help us to improve the performance and user experience of our website.

Advertising Cookies - In order to provide you with the most relevant information about our services and products, we use Advertising cookies to enable us and our advertising agencies to serve you with advertising campaigns that we believe are relevant to you and your interests. You might see these advertisements on the websites of EVA Air and on other sites you visit.

Use of third-party cookies

We place third-party tracking code on the website, where a short text is written on the user’s hard disk through the browser to read cookies for the following usage:

EVA AIR partners advertising networks, Google, Knorex, Facebbok and Criteo, to capture non-personally identifiable data from you through third-party cookies. This enables Google, Knorex, Facebbok and Criteo to display targeted and relevant messages from selected third-party websites, based on your viewing behavior on the EVA AIR websites and other selected websites.

Your non-personally identifiable data is shared by EVA AIR with Google, Knorex, Facebbok and Criteo in the strictest confidence, for the unique purpose of serving more relevant advertising. Standards have been defined to ensure appropriate advertising is served, and all served relevant advertisements offer the possibility for you to opt out of such selective advertising by Google, Knorex, Facebbok and Criteo.

Cookie management and browser settings

Most computers and mobile devices browsers are typically set up to accept cookies. If you do not consent to our use of cookie and wish to disable the cookies which are set by EVA Air websites, or any other website, you can do this by changing your browser settings. You can find out how to amend your cookie preference in the help function of your browser. To assist you in this process, we provide links of some of the most popular web browsers:

If you choose to withhold consent and block cookies, you may not be able to access all or part of our websites. To find out more about cookies and how to manage and delete them, you can also visit www.allaboutcookies.org.

Collection of IP Address

An Internet Protocol address (IP address) is a numerical label assigned to each device participating in internet that uses the Internet Protocol for communication. When you access our website and mobile services, we collect your IP address. We store this information to help us manage security, analyze how our website and mobile services interact with you and do the product marketing and advertisement. We also use IP address to block the visitor, who is unable to comply with the terms of service, from accessing to our website and mobile services.

Collection of E-mail Address

EVA AIR will follow the guidelines for “ Categories of personal information collected” in using the e-mail addresses collected from you to deliver relevant information that you have agreed to receive, including transaction information, services and special privileges, various information notice of Infinity MileageLands such as mileage statement, card tier expired or mileage expired letter, notice of special privileges for member only, etc. and will make known on the e-mail that it is sent by EVA AIR. Our email may contain electronic images known as Web Beacons that allow us to know whether and how many times, our email are opend and verify any click through to links within the email. The Web Beacons will be deleted when you delete the email.

Data profiling and automated decision-making

Marketing activities of EVA AIR and its affiliates or service providers target specific information for users who make reservations through EVA AIR, including the total amount of the transaction and the system generated booking reference and travel itinerary, IP address, etc. We will use this information to observe the effectiveness of our marketing activities and may disclose this information to our partners for similar purposes. The third-party service provider organizes and reports on the collected information to provide better and more personalized transactions and various services.

To understand the habits of tourists, travelers, and members, as a reference for placing relevant marketing campaign information.

To unsubscribe the marketing/promotional message delivery, please visit the EVA AIR web-site to or contact EVA AIR local service center for more information. Link provided below:

Self-Protection

Please safeguard your personal information, additional services and all kinds of online services. Do not disclose your personal information to others. To prevent others from collecting and abusing your personal information, DO REMEMBER TO LOG OUT of the site when you complete a transaction (incl. Internet reservation, shopping, member contact or other data change), and close the window before you leave the site if you share a computer with others.

Modification of the Privacy & Security Statement

EVA AIR reserves the right to change these guidelines and disclaimers from time to time, and the content presented on this page is considered to be the latest version. Should a material modification to our Privacy & Security statement occur, we will post those changes on our website so that you are aware of the changes. EVA AIR also regularly reviews privacy protection/security statements to comply with applicable laws and regulations.

Secure Website

In order to protect yourself in the Cyber world, you should validate whether or not the website you're visiting is indeed a legitimate website. EVA Air website (www.evaair.com), EVA Sky Shop web-site (www.shopeva.com) and EVA Air mobile website (m.evaair.com) are secure site with the GeoTrust server Digital ID – of which enable secure communications between your browser and our website.

Transaction and Data Encryption

EVA AIR protects passenger transaction and privacy information with Secure Socket Layer (SSL) encryption technology, an industry standard for encrypting over the Internet, where text will be automatically encrypted before being securely dispatched over the Internet.

Governing Law and Jurisdiction

This Privacy and Security Statement is governed by and shall be construed in accordance with the laws of Taiwan. Any dispute on claim arising out of this statement will be subject to the exclusive jurisdiction of the Courts in Taoyuan, Taiwan.

Please contact us if you have any questions and comments regarding our Privacy and Security Statement.